Customer Service - Solution Architect

Job Summary

As a Customer Service - Solution Architect, you will define the strategic architecture for our customer service platforms. You will ensure that our systems are highly scalable, secure, and automation-ready, while enabling AI-driven workflows, chatbots, omnichannel support, and seamless integrations. You will collaborate closely with product owners, development teams, eCommerce architects, and customer service squads to ensure that architecture meets current business requirements and supports future growth. This is a strategic architecture role responsible for defining the architectural vision, establishing standards, and ensuring governance, while enabling the delivery function to successfully execute that vision.

Location: Hyderabad

Responsibilities

• Design a future-ready architecture roadmap for customer service systems, including Zendesk, Node.js microservices, ADA chatbot, Spring Boot apps. Knowledge management systems, SAP integrations

• Own the end-to-end architecture of customer service systems, including ticketing workflows, Case management, Omnichannel support, Automation, Chatbots, System Integrations

• Architect AI-driven capabilities such as Automated email responses, RAG-based knowledge retrieval, Smart ticket routing

• Provide technical oversight for system migrations, microservices scaling, and integrations across Zendesk, custom applications, and ERP/eCommerce systems.

• Define and enforce microservice architecture patterns, domain-driven design (DDD), event-driven architecture, and composable service architectures.

• Collaborate with business, product, and technical teams to translate customer experience strategies into scalable, maintainable solutions.

• Establish data governance, service quality rules, and compliance with GDPR, ISO standards, and other privacy regulations.

• Evaluate emerging technologies, chatbots, and AI solutions to enhance customer support.

• Coordinate with architects from other domains enterprise architect to ensure enterprise-wide architectural alignment.

• Define observability, monitoring, and performance strategies to ensure high availability, scalability, and reliability of CS systems.

• Document architecture decisions, design patterns, and standards to enable team alignment and maintainability.

  Requirements

• 3-5 years as a Solution Architect, preferably in customer service, CRM, or contact center ecosystems.

• 12+ years of experience in software engineering and architecture system design, with strong exposure to distributed systems.

• Strong expertise in microservices architecture, including service design, orchestration, and event-driven patterns. Experience with AI-based customer service workflows (chatbots, automated email responses, RAG knowledge retrieval).

• Hands-on experience with CRM and Customer Service Plateform and Integrations with ERP/eCommerce systems.

• Strong knowledge is database schema design using SQL or NO SQL databases. Experience with cloud platforms (GCP Preffered, Azure or AWS) and capability to design solution using cloud services.

• Knowledge of search and analytics technologies such as Elasticsearch. Strong understanding of data privacy, GDPR, and compliance requirements for customer data.

• Experience mentoring technical leads and guiding development teams

• Proven ability to translate business needs into technical architecture, ensuring scalability, maintainability, and automation.

• Excellent solution design, problem-solving, and documentation skills. Experience in cross-functional collaboration, mentoring, and governance of architecture standards.

• Agile mindset and strong communication skills, able to present architectural decisions to both technical and non-technical

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